zdravo svima,
Da damo kratak pregled slučaja:
Kazino je tvrdio da je igrač izvršio povraćaj određenog broja depozita i da bi to dokazali dali su snimak ekrana pisma od dobavljača plaćanja. Na ovom snimku ekrana e-pošta provajdera i neki drugi podaci su zamućeni. U većini slučajeva bismo prihvatili takve dokaze, međutim, u ovoj e-poruci je bio datum koji je izgledao kao da je umetnut u sliku pomoću Photoshopa ili druge aplikacije. Štaviše, datum je sadržao pogrešnu godinu. Ova činjenica je učinila sumnjivim ceo snimak ekrana, pa sam za dalju proveru njegove validnosti zatražio objašnjenje i zamolio da pokažem bar deo e-pošte provajdera plaćanja. Nakon što sam se suočio sa predstavnikom kazina, njihov odgovor je naveo da je zaista došlo do greške sa godinom u datumu i da je dokument izgleda uređen jer je uređen da bi se sakrile osetljive informacije, bez ikakvog pominjanja zašto se čini da je datum uređen na snimku ekrana. Zahtev za prikaz dela e-mail adrese je odbijen sa razlogom za to što je NDA sporazum između kazina i provajdera.
S obzirom na to da nismo dobili odgovarajuće objašnjenje zašto je snimak ekrana tako izgledao, odlučili smo da zatražimo od igrača potvrdu odsustva povraćaja sredstava od njihove banke i ubrzo smo je dobili. Komunikacija igrača sa bankom izgleda potpuno legitimna i igrač nijednom nije usporio proces ili odbio da pruži bilo kakvu informaciju. Ovo, zajedno sa drugim otvorenim pritužbama protiv kazina i drugim činjenicama, navodi nas da verujemo da su dokazi koje je kazino pružio izmišljeni.
Spinarium Casino, na osnovu svega navedenog, motivisani smo da ovu žalbu zatvorimo kao nerešenu koristeći strožu klasifikaciju, jer ne prihvatamo bilo kakve pokušaje da nas prevare koristeći lažne dokaze. Ovo bi dovelo indeks bezbednosti kazina na jednu od najnižih tačaka.
Ja lično ne mislim da postoji šansa, ali sam spreman da vas još jednom saslušam.
Hello all,
To give a short recap on the case:
The casino has claimed that the player had done chargeback of certain number of deposits and to prove this they have provided the screenshot of the letter from the payment provider. In this screenshot the provider's e-mail and some other data were blurred out. In most cases we would accept such evidence, however, in this e-mail there was a date which seemed like it was inserted into the image using Photoshop or other application. Moreover, the date contained the wrong year. This fact made the whole screenshot suspicious, so for the further verification of its validity I have requested an explanation and asked to show at least part of the payment provider's e-mail. After I confronted the casino representative, their response stated that there indeed was a mistake with the year in the date and the document seems edited because it was edited to hide sensitive information, without any mention on why the date seems edited into the screenshot. Request to show the part of the e-mail address was declined with the reason for it being the NDA agreement between the casino and the provider.
Given the fact that we received no proper explanation on why the screenshot seemed like it seemed, we have decided to ask the player for the confirmation of absence of chargebacks from their bank and shortly received it. Player's communication with the bank seems totally legit and the player not once have slowed down the process or declined to provide any information. This, along with other opened complaints against the casino and other facts, leads us to believe that the evidence provided by the casino was fabricated.
Spinarium Casino, based on everything stated above, we are motivated to close this complaint as unresolved using the harsher classification, as we do not accept any attempts of cheating us using fake evidence. This would bring the Safety Index of the casino to one of the lowest points.
I personally do not think that there is a chance out of it, but I am ready to hear you once more.
Automatski prevedeno:
